New

Quality Assurance (Operations)/ 1 days ago

Apply

Job Preference:

Qualification:

Job Description:

Key Responsibilities

• Responsible for reviewing and auditing telephone/email interactions along with reviewing and investigating customer Transaction Monitoring (as per defined SOPs)
• Provide constructive feedback to teams on the audit observations, providing recommendations to improve their performance
• Provides structured and timely recommendations to the Leadership.
• Develops and conducts targeted group coaching sessions for officers that address deficiencies and/or improvement opportunities.
• Partner with key stakeholders to ensure alignment with quality objectives, and calibration of evaluative scoring of calls/emails
• Uses relevant quality tools to gather data and analyze trends or patterns affecting quality
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Maintains high delivery standards in performing his duties, ensuring accuracy and on time delivery
• Stays updated on all required skills for the job, especially domain knowledge, competition benchmarking and latest news on the financial sector

Skills:

Qualifications:

Optimal qualification for success on the job is:

• Graduation from recognized university
• Exposure to BFSI and/or contact center services

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

Knowledge of:

• Banking Domain
• Quality Assurance processes

Skills

• MS Office skills
• Good analytical skills
• Excellent problem-solving skills with attention to detail
• Good written and oral communication skills
• Planning and organization skills
• Good interpersonal skills

Ability to:

• Understand, interpret, and communicate with data
• Manage multiple priorities
• Work as a part of team and contribute towards team goals

Multi-task